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Contact Center Quality Metrics 101

By Erica Marois | Date Published: July 14, 2016 - Last Updated August 22, 2018 | Comments

What's the purpose of your contact center quality monitoring program? Whether it's for performance management, compliance, or something else entirely, check out this #ICMIchat recap to find out how others in the industry are approaching quality metrics.

How does your contact center approach quality? Share your secrets, tips, and lessons in the comments below, or head over to our forums to start a new discussion. 

Join us next Tuesday as we continue to discuss contact center metrics. Next up: efficiency metrics. The conversation kicks off at 1pm ET. Just follow and use the hashtag (#ICMIchat) to join!

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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